Namrata Kulkarni
Abu Dhabi
Summary
- 11+ years of domain experience in OSS solutions with main focus on Service Assurance, Business Analysis &Testing Application Support.
- 9+ Years of Professional IT Experience on BMC Remedy Administration, Analysis, Testing and Technical Support with
- BMC Remedy module as IM, PM, CM, SLM, SLA, Assignment Engine, ARS and integration with other vendor system Mobile server smart IT and My IT, configuration of Digital workplace Data Management tool and Deployment console, approval mapping. Understanding & Analysis of Business process and suggest improvements.
- Transition expert for H3G UK and Ireland project as Onsite coordinator 1+ Year of testing experience on Splunk
- SLM configurations and support Project Documentation like Solution Design Documents, HLD, LLD, SOP, User Manuals,
- Test cases Quick problem resolver with Good communication skills Provide 2nd Line Support to development team for testing cycles Good Knowledge of ITIL and ITSM best practices with deployment and release activities
- Worked as a junior business analyst, involved in Business requirement analysis, Business analysis, Use-Case analysis, change management and configuration management.
- Involved in gathering requirement gathering, Use case preparation, walkthrough with key stakeholders & sign off
- Experience in demo with clients & users Quick learner and excellent team player having ability to meet tight deadlines and work under pressure.
- Got rising start, Bravo award and client appreciation for effort in onsite and offshore projects handling.
- ITIL V4 foundation certified
Overview
13
13
years of professional experience
1
1
Certification
Work History
ITSM Analyst
Intertec Systems LLC
Dubai
09.2022 - 12.2022
- Responsible for complete E2E life cycle of a change request starting from requirement gathering, documentation, walkthroughs, solutioning, testing & implementation.
Test Lead and ITSM Admin
Three UK, Nokia
01.2019 - 11.2021
- Involved in every SDLC life cycle, right from Requirements gather till the application is sent to production for splunk to ITSM and HPOM Integrations
- Analyzed and documented business requirements to create test plans, cases, and scripts.
- coordinate and promote the identification and recording of historical operational risk incidents
- High level of attention to detail with a focus on administering a process with the upmost level of quality
Competent use of Microsoft Office applications including Project, Excel, Visio, PowerPoint, and Word - Exposure to senior management and participation in formal meeting environments
- To identify and report/escalation alerts on issues related to Governance, Compliance, and Operational Risk
KPI Reports for Open Incidents Older Than 10 Days / 30 Days , Resolved Incidents - With Service Target Breached,
setup KPI reports for different module like Incident , problem , change and Asset - Send email to Line manger and higher Management on SLA breach percentage like 80%
- Monitor and Followup IT related major Incident
- Maintains and update IT knowledge Base
- Chatbots user case creation and share KT to Service Desk team
- Manage and Review the License
- Creation and update in service Level Agreement , Operational Level Agreement , milestone notification.
- Worked closed with service Management team to create different KPI reports
- Identifying, adding, modifying, and removing CIs in the CMS
- Auditing configuration records and dependency information to ensure they are up to date as well as for security and compliance purposes
- Labeling and tracking assets’ locations and states via an asset register
- Handling decommissioned assets according to financial and data security policies
Modify the felids on Asset Management for better handling of Asset Managmenet
Transition Expert and Support Analyst and Developer
TechMahindra Limited
06.2015 - 12.2018
- Bringing process improvements to bring operational efficiency.
Onsite coordinator, Transition Expert and Support Analyst
TechMahindra Limited
03.2010 - 02.2015
- Configured Templates, User Permissions, Support groups, Approvals, Operational categorizations, Hub/Spoke model, and Product categorizations.
Education
B.C.A -
Solapur University (Maharashtra), Pune Board
B.C.A -
Solapur University (Maharashtra), Pune Board
Skills
- Audit Support
- Report Preparation
- Documentation And Reporting
- KPI analysis
- Strategic Planning
- Policy improvements
- Incident Reporting
Certification
- Oracle Certified Associate (Oracle-9i SQL first paper), 06/2009
- ITIL V4 Foundation certified, 06/2021
Technical Summary
BMC ITSM version 7.6.04, 8.1 and 20 and Smart Reporting, Remedy, Smart IT, My IT, IBM Netcool Tivoli, ITM, Omnibus, probes, Splunk 7.1.2, Jira, Windows-xp, 2008, 2003, 2010, Linux, Oracle 9i, Oracle 10g, SQL Server 2005, Access
Personal Information
- Date of Birth: 02/28/89
- Nationality: Indian
- Marital Status: Married
- Visa Status: UAE [ Family Visa in process ]
Languages
- English
- Hindi
- Marathi
Disclaimer
I hereby declare that the above written information is true to the best of my knowledge and belief.
Timeline
ITSM Analyst
Intertec Systems LLC
09.2022 - 12.2022
Test Lead and ITSM Admin
Three UK, Nokia
01.2019 - 11.2021
Transition Expert and Support Analyst and Developer
TechMahindra Limited
06.2015 - 12.2018
Onsite coordinator, Transition Expert and Support Analyst
TechMahindra Limited
03.2010 - 02.2015
B.C.A -
Solapur University (Maharashtra), Pune Board
B.C.A -
Solapur University (Maharashtra), Pune Board
- Oracle Certified Associate (Oracle-9i SQL first paper), 06/2009
- ITIL V4 Foundation certified, 06/2021
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